Ceiling blowout

We logged a claim on 02 October 2024 with regards to our garage ceiling that collapsed. The claim was logged, and a contractor was sent out to review and write a report. The Assessor only pitched up 10 days later to review the damage. Several days later, the assessor responded that the claim would be declined as the roof was in a good state and according to the weather report, no wind was blowing or the wind was so weak it would not lift a paper. This after the contractor confirmed that it is common in the industry that a blowout of the ceiling in the garage can occur. We escalated this to Old Mutual management with a promise to attend. We now more than a month after the claim was lodged and no response or action from management. The complaint was logged and waiting. Why do we have insurance if they decline? Why take my money if you not going to address the issue? Customer service is shocking.